Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Martin reveals the secrets to structuring a successful CX team with a 90-day roadmap.

Roadmap 78

Roadmap Groups Travel Consulting 78

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . Barbara Morton’s job as the Deputy Veterans Experience Officer at the Department of Veterans Affairs involves working with a few different groups of customers. We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

GetFeedback

DECEMBER 21, 2018

Temkin Group ). Temkin Group ). Temkin Group ). If you’re wondering how to measure your success there, remember that 80% of customer service organizations use customer satisfaction (CSAT) scores as their primary customer experience metric. 69% of U.S. Forrester ). Mckinsey ). Institute of Customer Service ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Therefore, it’s lagging.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Kustomer

AUGUST 12, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 98

Roadmap Tips Travel Groups 98

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Report 90

Report How To Effort Score NPS 90

AWS Machine Learning

JUNE 24, 2022

Then the ML pipeline checks if the produced accuracy metrics (such as F1, precision, and gain deciles) pass the necessary thresholds. The steps can be grouped in preprocessing, training, batch inference, and postprocessing (evaluation). The models in the main model group are the ones that are promoted to production.

Roadmap 113

Roadmap Training Data Government 113

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Both groups of technologies can be utilized to make analytics more actionable. Wondering which metric to choose? Why is NPS ® going up or down?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

AWS Machine Learning

OCTOBER 23, 2024

Teachers often find themselves torn between assisting individual students and delivering group instruction, ultimately hindering the learning experience for all. This approach is particularly beneficial when a teacher delivers small group lessons while others learn independently.

Innovation 88

Innovation User Experience System Resources 88

InMoment XI

AUGUST 16, 2024

These benefits will not only make your organization more profitable, but they will also improve customer metrics such as customer satisfaction. This results in increased customer experience metrics and better positioning against competitors. References Boston Consulting Group.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

GetFeedback

DECEMBER 10, 2018

A study by the Temkin Group shows just how valuable promoters are to your brand: Measuring NPS also enables you to convert your detractors into promoters. We recommend starting with an NPS question so you put your most important metric first. NPS isn’t just a customer metric, it’s a company metric.

NPS 210

NPS Net Promoter Score Survey Measurement 210

Customer Bliss

JANUARY 29, 2015

You have assembled many groups of people in the company to identify customer touch points. You have agreed to map, define and identify all of the metrics that contribute to the current experience of these key touch points. You have committed to assign new cross-company metrics to the delivery of those experiences. Yes _ No _.

Customer Experience 100

Customer Experience Roadmap How To Metrics 100

Thematic

APRIL 1, 2025

Market Research & Focus Groups: Provide deeper context around customer needs. Combining these sources gives you both quantitative metrics (like ratings and usage stats) and qualitative feedback (such as comments and complaints). Segmentation enables personalized insights—you’ll know what each group cares about.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Thematic

MARCH 30, 2025

With four very different customer groups—shoppers, consumers, retailers, and advertisers—they were overwhelmed by fragmented feedback. But by centralizing customer feedback using AI-powered text analytics , they gained a clear picture of each group's needs and optimized the experience across the board.

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. The right strategy will help you improve customer loyalty metrics. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. What would help them?

Feedback 62

Feedback Roadmap Effort Score NPS 62

CSM Magazine

DECEMBER 9, 2024

James Hughes, Group Head of Solutions at Sabio, explains. These pressing industry challenges and more – lie at the heart of an upcoming webinar being hosted by our team at Sabio Group, supported by our partner Avaya , on Thursday, December 12th. About the Author James Hughes is Group Head of Solutions at Sabio Group.

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. Why measuring customer experience metrics matter. Other metrics to measure.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

GetFeedback

MAY 4, 2018

Get their take before you develop new features and plan the product roadmap. When you give a select group of customers early access to new products, you get direct feedback from your target audience. Host focus groups. Record the focus group. Rethink how you prioritize feature requests. Aim for 8-10 participants.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

Gainsight

JUNE 21, 2022

When it comes to creating product roadmaps, product leaders face a plethora of challenges. . The good news is that there’s a simple fix: with product analytics powering the operation, creating impactful product roadmaps is a breeze. Why is your product roadmap important? Building a product roadmap is one thing.

Roadmap 52

Roadmap Analytics Analysis User Experience 52

Retently

MAY 10, 2018

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Net Promoter Score® can play a crucial role in your product roadmap improvement. Detractors.

Roadmap 61

Roadmap Net Promoter Score NPS Feedback 61

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. You’ve probably already identified the issue here, right?

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Customer Bliss

JANUARY 25, 2019

He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. He put together a one-page roadmap and brought it to the senior leadership team. Understand tracking metrics. How did he present the journey map to leadership? Develop a CX charter.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

Kustomer

FEBRUARY 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 64

Roadmap Tips Travel Groups 64

Thematic

MARCH 20, 2025

Group customers by demographics (age, location), purchasing behavior (high vs. low spenders), and user preferences (mobile vs. desktop users). Instacart successfully applied this strategy by tailoring insights for four distinct customer groups, including retailers, delivery drivers, advertisers, and consumers​ 4.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

CX Accelerator

JUNE 19, 2018

There’s a great story I love about a Sony focus group – it goes years back - during the time of the boombox. Facilitators of the focus group worked with participants to understand if a yellow boombox or a black boombox would be more attractive to customers. Unanimously, each attendee took home a black boombox. Moral of the story?

Customer Experience 159

Customer Experience Customer Journeys Groups Airlines 159

GetFeedback

JULY 29, 2019

Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback. Group and categorize the data . Using your feedback tool, CRM tool, or a spreadsheet, you should start by grouping the survey feedback by any criteria you would like.

Survey 150

Survey Feedback How To Net Promoter Score 150

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. From Discord servers to Facebook groups, these communities provide access to targeted opinions and help boost your brand culture. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback How To Social Media B2C 195

Customer Bliss

JUNE 16, 2015

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Do you convene a forum of cross-company groups to determine the customer priorities for the upcoming year? Utilize data – surveys, new research and customer metrics.

Management 100

Management Social Media Roadmap Metrics 100

Customer Bliss

JUNE 16, 2015

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Do you convene a forum of cross-company groups to determine the customer priorities for the upcoming year? Utilize data – surveys, new research and customer metrics.

Management 100

Management Social Media Roadmap Metrics 100

GetFeedback

FEBRUARY 15, 2019

Putting a metric to customer happiness helps you focus your efforts on moving the needle. NPS groupings (Promoters, Detractors & Passives) can inform your messaging too. The customer lifecycle has been written about plenty, but when it comes to NPS segments, we suggest focusing on these 5 key groups. Who are they?

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. Improve Customer Experience Metrics Another strategy to improve customer retention is by improving other customer experience metrics surrounding customer retention. How Is Customer Retention Measured? This sense of belonging encourages guests to stay connected with your brand.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Gainsight

DECEMBER 27, 2019

Product Metrics Your Board Members Care About. If you have a SaaS business where you can see exactly how your customers are using your product, there are a lot of metrics you might be tempted to add to your packet. The Beginner’s Guide to Product-Led Growth Metrics. As a product manager, metrics affect every move you make.

Roadmap 97

Roadmap Metrics Feedback Conference 97

SuiteCX

MARCH 31, 2015

Common mapping tools and metrics. Common metrics. Common definitions and metrics. Common metrics and training. Center of excellence managed by Cust Exp person from BU Decentralized Journey Governance Dispersed groups working on journey mapping. Common data teams.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100